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Index
Title Page
Copyright and Credits
Fundamentals of CRM with Dynamics 365 and Power Platform
About Packt
Why subscribe?
Contributors
About the author
About the reviewer
Packt is searching for authors like you
Preface
Who this book is for
What this book covers
To get the most out of this book
Download the color images
Conventions used
Get in touch
Reviews
Section 1 - Platform Structure and Extensibility Capabilities
Getting Started with Dynamics 365
Understanding what Dynamics 365 really is
Scalability
Extensibility
Ability to integrate with other systems
Ease of use
Global data center locations for Dynamics CRM Online
Advantages of choosing Dynamics 365 Online
Customizing Dynamics 365
Opening a free 30-day trial of Dynamics 365 for Sales
Trial provisioning
Tenant access through the Office 365 Admin console
What is a sandbox instance?
Configuring a domain name for your environment
Integrating with Office 365 E3 trial services
Summary
Dynamics 365 Platform Structure
Experiencing the platform evolution
Modularity for everyone
Dynamics 365 for Sales
Dynamics 365 for Customer Service
Dynamics 365 for Project Service Automation
Dynamics 365 for Field Service
Dynamics 365 for Marketing
Dynamics 365 application elements
Modular design
Entities
Processes
Dialogs
Workflows
Actions
Business process flows
Dashboards
Reports
The extensibility options
Understanding platform navigation
Exploring the modular concept
Summary
Section 2 - Default Modules Available with the Platform
Dynamics 365 Sales Application
Reviewing the Dynamics 365 Sales app
Understanding Sales-specific entities
Leads
Opportunities
Quotes
Orders
Invoice
Competitor
Products
Sales Goals
Standard Sales processes
Lead to Opportunity Sales Process
Opportunity Sales Process
Sales Literature
Reviewing Sales dashboards
Sales Activity Dashboard
Sales Activity Social Dashboard
Sales Dashboard
Leveraging Sales reports
Marketing features
Summary
Dynamics 365 Customer Service
Exploring the Dynamics 365 for Customer Service app
Dynamics 365 Customer Service
Customer Service Hub – Service area
Customer Service Hub – Scheduling area
Customer Service Hub – Service Management area
Understanding the Customer Service entities
Cases
Queues
Services
Scheduling
Knowledge Articles
Understanding Service Processes
Understanding the Customer Service dashboards
Interacting with Streams and Tiles
Standard dashboards
Customer Service Representative Social Dashboard
Customer Service Performance Dashboard
Customer Service Manager Dashboard
My Knowledge Dashboard
Knowledge Manager
Connected Customer Service Dashboard
Service Reports
Summary
Dynamics 365 Field Service
Solution features of Dynamics 365 for Field Service
Installation
Regular maintenance
Break-fix scenarios
Dynamics 365 for Field Service – the classical web UI
Dynamics 365 for Field Service – the Unified Interface app
Understanding core entities in Field Service
Accounts and contacts
Work orders
Incident types
Handling scenarios in Field Service
Creating and capturing work orders
Scheduling resources
Fulfilling/completing the work order
Working with agreements
Supporting entities in Field Service
Customer assets
Inventory and purchasing
Other supporting integration scenarios
Summary
Dynamics 365 Project Service Automation
Overview of Dynamics 365 Project Service Automation
PSA users/personas
PSA applications
Project Resource Hub
Project Service app
Understanding the PSA core entities
Accounts and Contacts
Leads, Opportunities, and Quotes
Understanding Project Service Automation scenarios
Creating and managing projects
Creating and managing project schedules
Project estimation
Scheduling resources for projects
Tracking project progress
Summary
Dynamics 365 Marketing
Dynamics 365 for Marketing
Marketing users/personas
The Marketing application
Understanding the core marketing entities
Understanding customers
Managing customer segments
Marketing execution
Creating marketing communications
Creating and managing customer journeys
Managing social media posts
Event management
Creating and managing events
Handling event registration
Internet marketing
Deploying the Marketing portal
Creating a landing page
Creating and managing Surveys
Summary
Section 3 - Customization, Configuration, and Extensibility
Dynamics 365 Customer Engagement and Power Platform
Understanding the Power Apps way
Users/personas leveraging Power Apps
Power Apps for makers/creators
Power Apps for application users
Power Apps for administrators
The Power Apps admin center
The Power Platform admin center
Power Apps for developers
Creating Power Apps
Comparing canvas versus model-driven apps
Creating a canvas app
Creating a model-driven app
Understanding CDS
Leveraging Power Apps Portals
Leveraging Microsoft Power Automate flows
Summary
Customizing Dynamics 365
Exploring the solution package
Components of a solution package
Types of solutions
Unmanaged solutions
Managed solutions
Solution publisher
Solution layering
Default solution
Solution segmentation
Solution cloning and patching
The elements that make up an entity definition
Renaming an entity
Changing entity settings and properties
Description
Entity type and ownership
Collaboration
Creating and updating settings
Dynamics 365 for Outlook
Business versus custom entities
Business entities
Custom entities
Extending entities
Recording images
Quickly viewing and creating entity forms
The entity form
The main form
The quick view form
The quick create form
The card form
Customizing forms
Tabs
Sections
iFrames
Sub-grids
Fields
Global options sets
Spacers
Other inputs
Presenting data to the user
Views
Charts
Dashboards
Defining entity relationship types
One-to-many (1:N) and many-to-one (N:1) relationships
Many-to-many (N:N) relationships
Working with composite fields
Using calculated fields
Taking advantage of rollup fields
When to use SLAs and the timer control
Standard versus enhanced SLAs
How SLAs are applied
Enabling geolocation and mapping
Creating a new solution package scenario
Creating the solution package
Creating a new entity
Extending the entity
Configuring the entity form
Summary
Building Better Business Functionality
Understanding processes
Using alternatives for dialogs
Replacing dialogs with Business Process Flows
Replacing dialogs with Canvas Apps
Learning about workflows
Understanding real-time workflows
Using Flow instead of workflows
Using actions
Using business rules
Understanding the limitations of business rules
Learning about Business Process Flows
Creating Business Process Flows
Triggering workflows on Business Process Flow stage change
Leveraging Excel
Learning about document templates
Document generation templates
Leveraging search correctly
Searching in a view
Searching across the entire organization
Understanding Advanced Find
Searching using voice on mobile
Understanding Relevance Search
Summary
Section 4 - Integrations
Out-of-the-Box Integration Capabilities
Configuring email integration
Configuring Dynamics 365 App for Outlook
Configuring server-based SharePoint integration
Configuring Dynamics 365 SharePoint integration
Configuring OneDrive for Business
Integrating OneNote
Leveraging virtual entities to present external data
Defining a data source
Configuring a new virtual entity
Leveraging Sales Insights features
Free Sales Insights
Assistant
Auto capture
Email engagement
Advanced Sales Insights
The Sales Insights application
LinkedIn Sales Navigator
Starting the initial configuration
LinkedIn Sales Navigator controls
LinkedIn Sales Navigator Lead controls
LinkedIn Sales Navigator Account Controls
Adding controls to entity forms
Summary
Custom Integration Capabilities
Using Power Automate
Power Automate – Flow reborn
Power Automate connectors
Power Automate templates
Conditional decisions
Leveraging mobility with the Dynamics 365 platform
Enforcing security through configuration
Recommendations on using connectors
Using the CDS Connector instead of the older Dynamics 365 Connector
Using the right CDS Connector for the job
Personal automation versus Application Lifecycle Management (ALM)
Leveraging Azure Logic Apps for enterprises
Logic Apps and Power Automate – similar but different
When to use Logic Apps
Leveraging the Power Apps Data Integration service
Simple no-code integrations
Data Integrator connections
Data Integrator connection sets
Data Integrator projects
Data Integrator templates
Benefits and challenges of data integration
Summary
Section 5 - Administration
Core Administration Concepts
Introducing the Settings area
Exploring the Settings area
Product
Behavior
Features
Languages
Privacy + Security
Business
Business Closures
Calendar
Connection Roles
Currencies
Queues
Regional Formatting
Relationship Roles
Users + Permissions
Business Units
Hierarchy Security
Mobile Configuration
Positions
Security Roles
Teams
Users
Audit and logs
Audit log management
Audit settings
Audit summary view
Entity and field audit settings
System Jobs
Templates
Access team templates
Article templates
Contract templates
Data import templates
Document templates
Email signatures
Email templates
Mail merge templates
Email
Email settings
Email tracking
Mailboxes
Server profiles
Integration
Data management
Auto-numbering
Automatic record creation policies
Data import wizard
Data maps
Duplicate detection rules
Duplicate detection settings
Encryption
Resources
Leveraging a unified experience
Managing users scenario
Creating a new security role
Assigning a role to a user
Summary
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